Rebuild of customer’s experience

Project outline

  • Customers are more and more autonomous and demanding, customer experience becomes essential in the buying process
  • The stakes are to reduce the role of the product in the commercial performance, which is a big change for an industrial player with an industrial culture where the product have always been the prevailing element

Project approach

  • Assessment of the current experience delivered to the customer through qualitative and quantitative studies
  • Rebuild of the customer experience by starting from needs and emotions of the customer, and putting aside the internal constraints and silos
  • Setting up of an action plan, meshing deep changes with quick wins
  • Monitoring the correct implementation of this action plan

Results

  • Support to the set up of a targeted customer experience in harmony with the brand image
  • Support in the building of a global action plan to be carried out by transversal teams, and in the set-up of an ideas laboratory
  • Coordination with all projects in progress, especially IT projects
  • Initiation of projects aimed at fostering « customer culture » inside the firm
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